Troubleshooting FAQ
How do I reset my password? If you need to reset the password to access your dashboards, navigate to the URL for your dashboards and click the hyperlink for "Forgot your password? Click here": Then enter your email address and click send: You should receive an email with a temporary link to reset your password. If you do not receive an email, please check your spam/junk folder. For some customers, we are aware of issues with password reset emails not being sent. If you do not receive a password reset email after checking your email filters, please contact a Sisense administrator at your organization who can change your password for you. If you are the Sisense administrator and have not received a password reset email, please contact Support for assistance. If you have forgotten the password for your Sisense.com or license account, go to https://www.sisense.com/si-login/ and click Forgot password. Follow the steps to enter your email address and send a reset email. Check your inbox and click the reset password link to proceed and enter your new password. If you have issues in the process, please contact Support. How do I change the package owner for my license? Please open a ticket with Support specifying your organization, the current package owner, and the desired package owner. How do I change the Sys. Admin user for my license? Because Sisense is limited to one Sys. Admin user per license, you cannot easily move the Sys. Admin designation from one user to another. Under Admin -> Users, you can manually change the properties for the Sys. Admin user to another user. For more complicated scenarios such as switching between two users or other scenarios, please open a ticket with Support and provide the relevant details. My dashboards are not loading. Widgets spin indefinitely or connection to the ElastiCube cannot be found. Dashboard widgets: Widget error: Admin -> Data Sources Sisense Server Console: Please try to restart your Sisense services by opening the Task Manager on the server, clicking the Services tab, and restarting the following services: Sisense.ECMS and Sisense.ECMServer (or ElastiCubeManagementService on Sisense Version 7.1 and below) Sisense.Repository Sisense.Oxygen In addition, open the command prompt as an administrator and restart the IIS web server by running “iisreset” command. It may take a few minutes for Sisense to resume as usual. Please note that these steps do not cover every scenario. This behavior can be caused by many-to-many relationships, heavy queries or user concurrency, firewall/port issues communicating with the ElastiCube Server, missing Elasticubes, network issues, etc. Please refer to this article with additional troubleshooting steps: Troubleshooting Guide: General Website Loading Issues. How do I import data from a file using a network path or a mapped drive? Unfortunately, Sisense currently does not officially support importing files (Excel/xls/xlsx, csv, txt) using a network path or from a mapped drive. For some cases, the troubleshooting guide here can help: Adding Data From A Shared Network Folder. Many of our customers set up processes to move files to a local drive before starting the build. This can be accomplished, for example, via a batch script and/or a pre-build plugin: ElastiCube Plugins. What are the Sisense services and what do they do? Please refer to this article for an overview of Sisense services: Identifying Sisense Services My ElastiCube build failed with an error. How do I troubleshoot it? We are working to build out a list of common build errors and troubleshooting tips here: Build Errors Troubleshooting. I'm having issues with emails, reports, or dashboard exports Please review our email troubleshooting guides: Email Troubleshooting Email Troubleshooting - Sisense 7.2+ For PDF Export Troubleshooting, please review the following guide: Troubleshooting Export To Excel Issues If you are still experiencing issues after reviewing the articles, please open a ticket with Support, describing the issue you are experiencing and the steps you have taken to troubleshoot. My upgrade or installation to Sisense 6.7 or later failed in the testing stage with the message “Failed to connect to to web server” This is a known issue with the installer that generally does not indicate an issue with the installation. Please skip the error and verify you are able to access Sisense afterwards. How do I reduce the amount of space Sisense takes up on my drive? Can I change the default installation settings? Sisense currently supports installation only on the C:\ drive. You can store ElastiCubes on a secondary drive using the instructions here. In addition, you can periodically clear out logs in the following locations such as the below that tend to take up the most space: C:\ProgramData\Sisense\PrismServer\PrismServerLogs C:\ProgramData\Sisense\PrismServer\LogsPersistence\logs C:\ProgramData\Sisense\PrismWeb\Logs C:\ProgramData\Sisense\Monitoring\LOGS How do I use time in my dashboards? Sisense introduced time resolution (hours and minutes) in dashboards in version 7.0.1, which was released in January 2018. In previous versions of Sisense, the time will be stripped off in the dashboard. There are a few posts in our community with scripts and queries to help handle time-based display and operations: Numeric Representation Of Date Fields Convert Seconds To Time Format In Pivot Tables Represent Time In Widgets Indicator With Dates, Time And Duration The results in my dashboard/widget don’t match what’s in my ElastiCube (wrong/incorrect results) Confirm that your field names in the dashboard match the correct field names in the ElastiCube, the cube has been built with the data you expect, and there are no other variables accounting for the difference. Beyond that, we are aware of occasional issues caused by Sisense’s indexing process that is applied on text fields in the ElastiCube, predominantly on Custom SQL Expression tables. Please remove the indexes on these fields, rebuild the cube, and check again. How do I customize Sisense dashboards beyond what is natively available in the product? Sisense can be customized and modified using our JavaScript API. Developer documentation is available here: JavaScript API & Plugins Our community board for questions and examples of using the JavaScript API is available here: JavaScript API Community Forum. There are also many Sisense and customer-developed plugin and script examples available online across Sisense. We do not officially support custom scripts and customer-developed plugins, and we recommend thoroughly testing these scripts and plugins before deploying or upgrading in production environments. Finally, for customers who need to extend the functionality or appearance of Sisense and do not have development resources on hand, please ask your Customer Success Manager about Sisense’s Professional Services team, which provides custom development work for a fee. My dashboard is loading slowly. How can I troubleshoot this? Before reading through these legacy recommendations, please take a look at this article: Performance Issues Troubleshooting First, verify that you are comfortably meeting Sisense’s minimum hardware requirements: Minimum Requirements and Supported Platforms. Precise hardware requirements will vary based on many factors, and Sisense’s recommendations are basic guidelines. If your server’s resources are consistently taxed in periods of normal operation, consider upgrading your machine’s hardware. Second, exceptionally slow or failing widgets can suggest heavy queries, high query concurrency, or data modeling issues such as many-to-many relationships. If the memory usage on the server spikes on dashboards associated with particular ElastiCubes, carefully review those ElastiCubes for many-to-many relationships (Many-to-Many Relationships). In addition to testing for M2M relationships with the SQL queries in that article, we recommend using our official JAQLine plugin to view the relationships and identify many-to-many relationships within your widgets: JAQLine Visualize Widget’s Queries. Please note that a many-to-many relationship can sometimes manifest only after applying a filter when the filter introduces a join path with a M2M relationship. In addition, Sisense 7.0 and later automatically handles and minimizes the impact of many M2M relationships. Third, review the dashboards themselves. The most frequent causes of slow front-end performance are heavy left-hand navver panes (for customers with many dashboards, placing them in folders will help), too many widgets on one dashboard, complex widgets, wide pivot tables (with many measures going across the pivot table), exceptionally long pivot tables (thousands and thousands of rows), many dashboard filters (especially on unindexed text fields), complex nested front-end formulas, data modeling issues, multiple well-populated mapping widgets, and heavy use of custom plugins and scripts. Please see the link below (“Maximize Dashboard Performance”) for more information and tips. We generally recommend streamlining dashboards and using plugins like Jump to Dashboard, Switchable Dimensions, and Accordion to break up load time. Lastly, outside of Sisense, network, connection speed, web browser, processes running on the server, and client machine resources can all impact load time. The following article provides more information about contributors to performance and troubleshooting tips: Maximize Dashboard Performance Finally, many customers have access to our monitoring tool, which provides a robust picture of Sisense usage and behavior. This tool is described here: Sisense Monitor If your organization is interested in adding this feature onto your license, please reach out to your Customer Success Manager. My pivot table widgets' columns are cut off in reports When preparing a PDF or email report based on a dashboard with table or pivot table widgets, Sisense will try to fit the widgets on the page. However, wide tables will sometimes be cut off. This behavior has been reported by many customers and it is currently under review by our Product team for improvement. A few suggestions to minimize this behavior: When previewing a PDF report, click Edit at the top of the page to resize or move widgets for best fit Increase the paper size or change the orientation Reduce the number of columns in the widget Use the Table with Aggregation plugin as an alternative - it tends to fit better on reports because of its auto-sizing feature. How do I undo changes in my dashboards/front-end? Changes in the front-end web application (dashboards, users, shares, etc.) are live and cannot be undone or rolled back. For example, if a user who owns dashboards is deleted, the dashboards will be deleted along with the user. This change is irreversible and there is no way to recover this data. Customers can back up their Sisense front-end data by using the steps here: Automatically Backup Sisense Web DataGuideline for submitting a Support inquiry
The following provides you with a guideline on what information to capture and detail in the process of opening a support inquiry. Category Recommended Details What is the problem? - Describe the issue you are experiencing and the functionality that is not working per your expectation. - If applicable, please provide expected results. - Please provide screen shuts if applicable that illustrate the problem - Is it reproduceable? Can you provide a specific steps that lead to that problem being reproduced? - Is the issue functionality or performance/stability oriented or data integrity issue? How is the problem affecting the user community? - Who is affected by this issue? - Are all users affected, or a particular user(s) group? - What is unique about that group from the rest of the community that is not experiencing the issue? - Is the problem avoidable (e.g., via workaround or some external process)? Please elaborate on the action performed to avoid. How often does the problem occur? - When did the problem first occur? - Is the issue occurring consistently and continuously? Or is it occurring intermittently? - At what frequency? - Is there a pattern to the problem occurring (e.g., a given point in time)? Did something change lately? - Has the problem started occurring following a certain event? - Has there been a change in infrastructure? - Has there been an upgrade or a migration that was performed on the Sisense Platform? - Has there been any configuration changes in Sisense recently that might be correlated to problem occurring? - Has there been an increate in number of users, data size and load, or other processes added to the platform? How well is the infrastructure operating? - In addition to the information provided in the ticket dropdowns, can you provide additional details on the infrastructure used to run the Sisense platform? - Do you observe any infrastructure utilization outliers during occurrence if problem? For example, do you see spikes in CPU and/or memory utilization? In order for us to expedite our investigation and provide you with best services, the following additional information would greatly help: 1. If applicable, a clear steps in order to reproduce the problem, including an example 2. The error you receive (screenshot of it if applicable) 3. HAR file generated by any browser use of Developer Tools option. Refer to this link for further explanation on how to generate HAR file from your browser: https://confluence.atlassian.com/kb/generating-har-files-and-analyzing-web-requests-720420612.html 4. If accessible to you, a collection of server side logs as described below for each scenario and for each given Operating System. 5. Furthermore, if you are a Sisense Cloud Customer, please provide us with the URLs to your Dashboard/EC, and/or if possible, provide us with relevant user names if we can use to access platform for troubleshooting. Linux Scenario Linux (all logs located under \var\log\sisense\<namespace>\) Build Fails/Hangs ec-<cubename>-bld<nameofpod>.log build.log management.log connectors.log Build Log Issues Build.log rabbitmq-ha.log model-logspersistence.log Dashboard & Widgets & Queries translation.log query.log ec-<cube name>-qry<nameofpod>.log galaxy.log api-gateway.log In case where Live Connection is used: connectors.log In case issue is related to pivot table: pivot2-be.log License Oxygen.log Application Not Accessible galaxy.log identity.log configuration.log api-gateway.log rabbitmq-ha.log rabbitmq.log zookeeper.log Installation sisense-ansible.log under the installation directory Process/Service Failure <Kubernetes commands> that are showing failures Sisense Monitoring fluent-bit.log fluent-d.log grafana.log monitoring.log Data Page and Elastic Cube Viewing model-graphql.log In a case where Live Connection is used: galaxy.log General combined.log (can be exported via GUI) under admin. Note file could be large. Reporting and Emails galaxy.log reporting.log jobs.log Exporting exporting.log For excel exporting specific: analyticalengine.log Active Directory User Import identity.log Usage Analytics usage.log Plug-ins plugins.log If you are using Blox plug: blox.log Windows Scenario Windows Build Fails/Hangs \ProgramData%\SiSense\PrismServer\ElastiCubeProcessLogs \ProgramData%\SiSense\PrismServer\PrismServerLogs\*.* \ProgramData\Sisense\DataConnectors\DotNetContainer\Logs\*.* \ProgramData\Sisense\DataConnectors\JVMContainer\Connectors\<connector name> Build Log Issues In a case for example when there are communication errors (e.g., log stuck on loading build plan: \ProgramData\Sisense\application-logs\ECMLogsPersistenceService\ECMLogsPersistenceService.log \ProgramData\Sisense\PrismServer\PrismServerLogs\ecs.log \ProgramData\Sisense\RabbitMQ\log\*.* \ProgramData\Sisense\RabbitMQ\logs\*.* Dashboard & Widgets & Queries Provider the browser generated HAR file for the user experiencing the issue \ProgramData\galaxy\Galaxy.log \ProgramData\api-gateway\API-Gateway.log \ProgramData\Sisense\application-logs\query-proxy IIS site logs – (e.g., C:\inetpub\logs\LogFiles\W3SVC2\u_ex210721) \ProgramData\Sisense\PrismWeb\Logs\PrismWebServer.log \ProgramData\Sisense\PrismWeb\Logs\Translator.log \ProgramData\Sisense\PrismServer\PrismServerLogs\ECS.log In a case where Live Connection is used: \ProgramData\Sisense\DataConnectors\DotNetContainer\Logs\*.* \ProgramData\Sisense\DataConnectors\JVMContainer\Connectors\<connector name> License \ProgramData\Sisense\Oxygen Application Not Accessible \ProgramData\Sisense\application-logs\Galaxy.log" \ProgramData\Sisense\ application-logs\Gateway.log" \ProgramData\Sisense\application-logs\Identity.log" \ProgramData\Sisense\application-logs\Configuration.log" \ProgramData\Sisense\RabbitMQ\log\*.* \ProgramData\Sisense\RabbitMQ\logs\*.* \ProgramData\Sisense\Infra\Discovery\Logs\Discovery.log \ProgramData\Sisense\Infra\Discovery\Logs\zookeeper.log Installation \ProgramData\Sisense\Deployment\Sisense_<datetime>.log or \Users\{UserName}\AppData\Local\Temp\Sisense_<datetime>.log Where datetime is when installation occurred. Process/Service Failure \ProgramData\Sisense\ServiceLogs Use Windows Event Viewer (generate application log) Sisense Monitoring \ProgramData\Sisense\Infra\Data\Collector\Logs \ProgramData\Sisense\Infra\Data\Shipper\Logs \ProgramData\Sisense\Monitoring\LOGS Data Page and Elastic Cube Viewing \ProgramData\Sisense\application-logs\ecm\ecm.log \ProgramData\Sisense\application-logs\query-proxy\query-proxy.log In a case where Live Connection is used: \ProgramData\Sisense\application-logs\Galaxy.log General n/a Reporting and Emails \ProgramData\Sisense\application-logs\jobs-service\jobs-service.log \ProgramData\Sisense\application-logs\reporting-service\reporting-service.log \ProgramData\galaxy\Galaxy.log Exporting \ProgramData\Sisense\application-logs\exporting-service\exporting-service.log For excel exporting specific: \ProgramData\sisense\application-logs\analytical-engine.log Active Directory User Import \ProgramData\Sisense\application-logs\identity-service\identity-service.log Usage Analytics \ProgramData\Sisense\application-logs\usage-service\usage-service.log Plug-ins \ProgramData\Sisense\application-logs\plugins-service\plugins-service.log